Leveraging LLMs To Deliver Automation Services
Firms that provide outsourcing services ought to incorporate LLMs into their service delivery model. Similarly, BPO clients may obviate the need for a BPO service provider if they deploy their own LLM-powered automation capability.
Firms that process structured and unstructured data on behalf of corporate clients across Financial Services, Healthcare, Banking and Insurance could benefit from incorporating LLMs into their service delivery model.
Conversely, LLM capability delivered in conjunction with other automation technologies may obviate the need for client firms to seek BPO services from third party vendors. Client firms may achieve a superior ROI by creating internal automation capability.
LLMs could help automate various manual and high-touch workflows especially when delivered in conjunction with other automation technologies such as ML, RPA and OCR. Such processes may have an LLM-powered customer service agent on the front-end, which would then route work downstream to an LLM-powered agent, which would further route work based on a series of business rules that are executed with automation tools such as Robotic Process Automation (OCR) and Optical Character Recognition (OCR).
Onboarding P&C insurance policies and processing credit card applications are two such examples of workflows that have leveraged automation technologies in the past and could be turbo-charged by the deployment of natural language technologies such as ChatGPT, Google Gemini, MSFT Copilot, Salesforce’s agents, Anthropic’s Claude and Meta’s Llama to name a few.
Below we have listed a number of Services firms that ought to become expert at leveraging LLMs in their service delivery model.
